Profile

Chantel Botha is a brand and business innovator who focuses on how customers connect with brands. She finds meaning in designing engaging customer experiences that creates value for brands and their patrons.

Chantel guides brands on how to design their distinctive tone and emotions they want to evoke in spoken, written and web communication. She help both corporations and people find their purpose. Chantel finds fulfilment in solving lots of small problems that make a big difference.

Chantel writes for various publications and speaks at conferences around the globe. She transform people through experiential education programmes and personal coaching.

As 5 October approaches, customer experience professionals worldwide are preparing for a celebration of acknowledgement, knowledge sharing and showcasing of customer experience stories from around the globe...

So many corporates I have worked with fear the world of digital and social media. Not because it is hugely complex, but more because it is unknown and unpredictable and forces people to be resilient and adapt to change much more quickly.

Why are some companies just better at advertising when all of them have access to the same resources, budget and agencies? And why is it that some award-winning marketing campaigns just don't deliver the return on investment for which the brand had hoped?

In mass media the conversation has mostly been one-sided, loud, condescending and sometimes even quite dictatorial... of marketers and brands telling consumers what they need and why and what would be a reasonable price to pay to satisfy the need.

I take out my crystal ball, as any good consultant is required to do at times, and venture to make some predictions for what customer experience challenges and trends I think brands will face this year.